Please ensure you have read and fully understand the Terms and Conditions below before deciding to use Eastend Wardrobe. By choosing to hire any product from our store or website you agree to adhere to the following:

CUSTOMER OBLIGATIONS

• You agree to treat our products like you would your own. You will treat the garment with the upmost of care.
• Be cautious to avoid getting any stains on the garment (fake tan, drinks, sunscreen, perfume) to prevent extra cleaning fees.
• We understand for special events that you may choose to wear fake tan, this decision is at your own discretion. We suggest you do this at least 2 days prior to your event to avoid stains. If permanent stains occur that do not come out after being dry cleaned then a replacement fee will occur.
• The garment must be for your personal use only and be kept within your possession for the entirety of the hire period.
• For all online orders the garment must be returned in the pre-paid express satchel before 4pm on the last day of your hire period.
• For local customers who wish to drop off, please return the garment in the provided bag.
• During opening hours you can drop off the garment at our Newcastle store at Shop 1/451-459 Hunter Street, Newcastle NSW 2300.
• During after hours, place it through our drop box located on the front door of our store using the code provided.

CLEANING

• Professional dry cleaning is included in your hire fee.
• By agreeing to our Terms and Conditions no attempts will be made to clean, alter, iron, or press garments unless otherwise discussed.
• All our garments will be professionally steamed prior to posting or hiring.
• If slight creases occur during the postal process due to crease prone fabrics, try steaming the garment on low heat or hanging the item in a steamy bathroom.
• If you have further questions or in need of assistance, please email us at via the Contact page.

REFUNDS

You will be entitled to a full refund, including the cost of postage, in any of the following circumstances:

• The item arrives in a condition that is not considered acceptable.
• The incorrect item is sent to you.
• The item sent to you is vastly different to the item described on our website.
• The item arrives too late for you to wear it to your planned occasion.

In all of the above circumstances, you forfeit your right to a refund if the item(s) are worn (try-ons are fine).

Please let us know ASAP if you'd like to request a refund for one of the reasons listed above. Requests for a refund should be received within 24 hours after the package was delivered to you to be considered.

You will need to wait until the item is returned to our store for inspection before a refund can be approved. This especially applies to issues with condition, such as faults, damage or stains. The item will need to be assessed prior to the refund being approved and processed.

LAST MINUTE ORDERS

If you placed your booking less than 3 full business days prior to your selected delivery date, your order will be considered a "last-minute order". In this case, instead of a full refund, you will be given the option of either:

• a full credit note
• a refund for the full amount paid minus $30 to cover two-way express postage expenses.

To determine whether it is a last-minute order, a cut-off time of 12pm Sydney/Melbourne time is used. For example, if you are choosing a Friday delivery date, your order would be considered a last-minute order if it is placed any time after 12pm on Tuesday.

Australia Post's lack of delivery guarantees makes it hard to determine exact deliver timeframes.

If we don't believe there is a high likelihood of the item arriving in time, it either won't be sent or we will be in touch with you to give you the option of accepting the risk. If it isn't sent, you will get a full refund.

RETURNS

Returns for change of mind or an unsuitable size/fit are not offered.

It is your responsibility to ensure you are booking the correct size and style, though we will always try to help with guidance if you want to get in touch with us before booking.

CANCELLATIONS

For cancellations on all rented items, you will be entitled to a full refund if:

• Your cancellation request is received in the first 24 hours after placing your order, as long as it is still more than 72 hours from your booking start date and your package hasn't yet been dispatched, OR
• Your cancellation request is received 21 or more days prior to your booking start date.

If your cancellation request is received 14 or more days prior to your booking start date (but less than 21 days as per above), you will be entitled to a credit note for the full amount paid including postage.

LATE RETURNS

• If, for any reason you are unable to drop or post the rental item on the specified return date, late fees may apply. At times we will allow a grace period of 1-2 days for unforeseen circumstances, however, will be unable to do so if it affects a future booking for another customer.
• Our company relies on customers returning items in a timely manner. A late fee of $30 will be charged for each day late.
• By accepting this agreement, you give permission for Eastend Wardrobe to charge late fees to the payment method you used when placing your order.

DAMAGED OR STOLEN ITEMS

• We understand minor make-up and tan marks may occur and we have partnered with a professional dry-cleaning service which handle our garments with specialised care.
• Where more major damage or stains do occur, please DO NOT attempt to clean, or alter yourself. Immediately inform Eastend Wardrobe and provide photo evidence of damage.
• In the circumstance where the garment needs replacing due to damage beyond repair, or failure to return the item entirely, the customer will be charged the recommended retail price (RRP) to replace the garment along with a replacement fee of $100. This charge will occur 14 days after the due date of return unless other special arrangements have been made with Eastend Wardrobe.
• In the scenario where a garment can be repaired for less than the original RRP, this repair fee will be charged to the card details provided. Further charges may be incurred if the delays in repair interfere with future customer bookings of the garment.

SHIPPING DETAILS

• All online orders will be sent via Australia Post and charged $29.95 which includes a returns express shipping satchel.
• Please ensure you make your online order at least 5 days prior to your event so we can ensure it reaches you in time.
• With delivery of your garment, pre-paid return packaging is provided. Please ensure that you place your garment inside the self-addressed package and drop it at your nearest Post Office by 4pm on the last day of your hire.
• Eastend Wardrobe does not take responsibility for lost items returned in Australia Post Boxes. We recommend returning items via an Australia Post Outlet, where it will be scanned over the counter as a proof of lodgement with trackable express post.
• If you return your item via an Australia Post Box and the item is not scanned and is lost by Australia Post, then you accept responsibility for this loss and will be required to pay the retail cost of the item in addition to the hire fee already paid.

FAULTY OR DAMAGED ITEMS

If an item purchased via Eastend Wardrobe is faulty or damaged, please take a photo, send it to us for review and let us know whether you would prefer a refund or replacement. In some cases we will ask for you to post the item back to us for inspection.

If your return is approved, a refund would be for the full amount of the item(s), including the original postage cost. If we've requested that the item be posted from you back to us, we will also reimburse that cost.

We can't guarantee that a replacement will be available, so if this is your preference and we aren't able to fulfill it, a full refund will be given.

PURCHASES (EX-RENTALS)

No returns or refunds are offered for ex-rental or 2nd-hand items purchased from Eastend Wardrobe.

If you feel the item is significantly different to what was described, please let us know within 24 hours of delivery and we will take it under consideration. No returns are offered for issues with size or fit.

LATE RETURNS

• If, for any reason you are unable to drop or post the rental item on the specified return date, late fees may apply. At times we will allow a grace period of 1-2 days for unforeseen circumstances, however, will be unable to do so if it affects a future booking for another customer.
• Our company relies on customers returning items in a timely manner. A late fee of $30 will be charged for each day late.
• By accepting this agreement, you give permission for Eastend Wardrobe to charge late fees to the payment method you used when placing your order.

DAMAGED OR STOLEN ITEMS

• We understand minor make-up and tan marks may occur and we have partnered with a professional dry-cleaning service which handle our garments with specialised care.
• Where more major damage or stains do occur, please DO NOT attempt to clean, or alter yourself. Immediately inform Eastend Wardrobe and provide photo evidence of damage.
• Use of fake tan is at your discretion. If it causes permanent staining that won't come out when dry-cleaned, then a replacement fee will occur as stated below.
• In the circumstance where the garment needs replacing due to damage beyond repair, or failure to return the item entirely, the customer will be charged the recommended retail price (RRP) to replace the garment along with a replacement fee of $100. This charge will occur 14 days after the due date of return unless other special arrangements have been made with Eastend Wardrobe.
• In the scenario where a garment can be repaired for less than the original RRP, this repair fee will be charged to the card details provided. Further charges may be incurred if the delays in repair interfere with future customer bookings of the garment.

SHIPPING DETAILS

• All online orders will be sent via Australia Post and charged $29.95 which includes a pre-paid express shipping label and re-usable satchel.
• With delivery of your garment, pre-paid return packaging is provided. Please ensure that you place your garment inside the re-usable package and place the pre-paid label over the top of the old one. Drop it at your nearest Post Office by 4pm on the last day of your hire.
• Eastend Wardrobe does not take responsibility for lost items returned in Australia Post Boxes. We recommend returning items via an Australia Post Outlet, where it will be scanned over the counter as a proof of lodgement with trackable express post.
• If you return your item via an Australia Post Box and the item is not scanned and is lost by Australia Post, then you accept responsibility for this loss and will be required to pay the retail cost of the item in addition to the hire fee already paid.